Prad P.

WORK HISTORY

EDUCATION

ABOUT PRAD P.

With more than 20 years of experience in Front Office Transformations, starting with the North Star and all the way through to implementation, realization, rationalization, and post benefit ongoing management of Customer Engagement Centres that our clients operate—some of the largest of such globally. Leveraging my experience and exposure in working with clients across the Americas, Europe & Asia, I join the KPMG family as a Partner, heading up the Contact Centre Capability as the National Leader for Front office Transformations, where we strive to be the clear choice for our customers who are on their journey to realizing their Customer Engagement Hub, the future of Contact Centres, the future of Customer engagement where brand differentiation will thrive. A collaborative, results-orientated leader and client-focused customer engagement professional with the vision and experience to strategically define and deliver the right solutions to my clients. I am fortunate to work alongside a dedicated team that is committed to being the clear choice when it comes to creating a seamless customer experience. During my career I have been fortunate to be at the forefront of key innovations, applying my cumulated expertise along with thought leadership in pivotal millstones in the Contact Centre: Perforation and adoption of SIP with Voice/Data Convergence First to deploy Passive Voice Biometrics in Canada at scale Coining the term Voice Concierge in relation to a conversational self-service experience architected on a platform leveraging AI and speech tools to develop IBM’s Cognitive Care portfolio of solutions. I have a passion for mentoring others and nurturing new practitioners. Making others feel welcome and fostering a collaborative, inclusive and equal working environment. I hold a degree in Computer Engineering from the Faculty of Electrical & Computer Engineering at the University of Waterloo.Bachelor of Applied Science (B.A.Sc. HON w MSci) in:Computer EngineeringManagement ScienceI am on LinkedIn to explore professional opportunities and to share thought leadership in this space with you as we manage our way through this era of digital transformation. To learn more about my leadership and consulting capabilities feel free to reach out and connect. Views expressed in this profile are my own.